3 COMMON KPIS CCAAS CAN SOLVE FOR Productivity + CCaaS One of the most common KPIs groups that CCaaS can positively impact solve for are those that measure is productivity. If your prospect is focused on improving their productivity metrics, they will want to see sustained or improved performance from their own agents, often measured by the number of calls taken or lost, as well as the time spent answering and resolving customer concerns. Of course, productivity is a broad KPI that can be narrowed down to a more specific goal, and therefore, a more specific KPI. Average Speed to Answer Let’s begin with one of those specific KPIs – Average Speed to Answer (or ASA). This measures how long it takes for an agent to answer an inbound customer call, including the time a customer spent waiting on hold while in queue. Consider the fact that many customer service numbers are toll-free, meaning the caller isn’t charged a per-minute rate, but the company being called certainly is. That’s why keeping the ASA as low as possible is in everyone’s best interest. For companies, their toll-free costs are reduced and more importantly, customers don’t get upset with waiting too long. How can a CCaaS solution help to reduce ASA? One strategy involves implementing a simple feature available with most vendors called Queue Call Back. As the name implies, a caller can choose to save their place in the queue and receive a call back from an agent when one is available. The caller hangs up, thus stopping the toll-free meter from running. The benefit is twofold. The customer gets to move on with their day, and the contact center spends less on toll-free charges. GOAVANT.NET